---
title: "AI Intelligent Categorization Rule"
slug: "ai-intelligent-categorization-rule"
updated: 2024-11-26T07:29:20Z
published: 2024-11-26T07:29:20Z
canonical: "documentation.sysaid.com/ai-intelligent-categorization-rule"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://documentation.sysaid.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Category Escalation Rule

Gain full control over Service Record Categorization, including auto-categorization and recategorization — to reduce and minimize time spent categorizing Service Records.

> [!NOTE]
> **Requirements:**
> 
> - SysAdmin or AI Admin permissions
> - Incident/Request enabled per Category
> - AI Intelligent Categorization Escalation Rule enabled

SysAid Copilot’s AI Intelligent Categorization (Escalation Rule) can automatically change Categories for AI Chatbot-created Service Records. This categorization relies on the Category’s enabled Service record Types (Incident or Request).

AI Intelligent Categorization is triggered automatically — once its Escalation Rule is enabled and its conditions are met. This Escalation Rule also allows SysAid Copilot to assign a Default Status to request service records converted from an Incident.

This document describes how to configure and enable the AI Intelligent Categorization feature, including:

- AI Intelligent Categorization Escalation Rule
- Incidents and/or Requests per Category
- Default Statuses for Incidents and/or Requests (optional)

#### AI Intelligent Categorization: Guidelines

Service Records modified by this rule will follow these guidelines:

- ‘Default Statuses’ values (configured in AI Chatbot General Settings) determine Incident & Request Service Records’ “Status” values
- Categories restricted to Request-type can only generate Request-type Service Records (with relevant Template)
- Service Records’ Status Field will be auto-populated by the Template in use if no Default Status is configured
- Templates containing mandatory Custom Fields will auto-populate/transfer the values of the newly created Service Record

## Enable AI Intelligent Categorization Escalation Rule

![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/open intelligent categorization setting(1).gif?sv=2026-02-06&spr=https&st=2026-10-14T04%3A32%3A33Z&se=2026-10-14T05%3A32%3A33Z&sr=c&sp=r&sig=h7H1VefclaTTC4YyWbVwlXW4OZJuNozYnNMUYfpffQo%3D)

To enable the AI Intelligent Categorization Escalation Rule, follow these steps:

1. Go to **Settings** > **Automations** > **Escalation Rules**.
2. Make sure to check the **AI Intelligent Categorization Rule** checkbox.

Once enabled, the Escalation Rule can automatically change Categories for AI Chatbot-created Service Records.

## Enable Incidents and Requests per Category

![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/open manage categories.gif?sv=2026-02-06&spr=https&st=2026-10-14T04%3A32%3A33Z&se=2026-10-14T05%3A32%3A33Z&sr=c&sp=r&sig=h7H1VefclaTTC4YyWbVwlXW4OZJuNozYnNMUYfpffQo%3D)

AI Chatbot will only assign Categories with Incident and Request (Types) enabled.

Categories restricted to Request-type can only generate Request-type Service Records (with the relevant Template).

#### Status Field

The Status for Incidents/Requests is determined by the ‘Default Statuses’ for AI-Chatbot created Requests and Incidents (configured in AI Chatbot General Settings).

If no Default Status is configured, the created new Service Record’s Status Field will be auto-populated by the Template in use.

#### Custom Fields

Mandatory Custom Fields in the Template are automatically transferred into their respective Fields.

> [!NOTE]
> Disable User-triggered ticketing
> 
> The “Allow Service Record submission via Chatbot” checkbox is enabled by default when SysAid Copilot is enabled
> 
> To disable user-triggered ticketing, follow these steps:
> 
> - Navigate to Settings > General
> - Uncheck the checkbox labeled “Allow Service Record submission via Chatbot”
> - Click ‘Save’

## Set Default Statuses for Requests & Incidents

![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/default status updated.jpg?sv=2026-02-06&spr=https&st=2026-10-14T04%3A32%3A33Z&se=2026-10-14T05%3A32%3A33Z&sr=c&sp=r&sig=h7H1VefclaTTC4YyWbVwlXW4OZJuNozYnNMUYfpffQo%3D)

Default Statuses can be set for Service Records that meet one of the following criteria:

- Created by AI Chatbot (Incidents or Requests)
- Converted from Incident to Request by AI Intelligent Categorization Escalation Rule

The two drop-down menus of Status options display the ‘Default Status’ options available for Incidents and Requests.

Statuses must meet the following criteria to appear in the drop-down menus:

1. Enabled for the Service Record type (Incident/Request)
2. Class set to “Open”

Once a Default Status is chosen per Service Record type, Service Records created using the described methods are automatically assigned the Status selected in the drop-down menu.

To set a Default Status for relevant Service Records, go to **AI** **Chatbot Settings** > **General** and select a **Status** from the relevant drop-down menu.

> [!NOTE]
> Note:
> 
> The Default Status currently override any Status originated by the Template